Ai Trainer

2 weeks ago

Edinburgh, United Kingdom Trip.com Full time

Responsibility

Key Roles and Responsibilities
What do AI trainers do? Imagine you are working as a trainer for agents in a call centre, your job is to enrich their business knowledge, coach them to understand customer requests, and evaluate their performance. But instead of training humans, you are training virtual agents, who we refer to here, as chat-bots.

**Here is what your day will look like**:

- Designing the human-robot interaction, including reviewing the knowledge base, putting the default replies in writing, and standardizing the flow of communication.
- Identifying the issues in the human-robot interactions, critically analysing the relevant data, and continuously improving the model accuracy, customer satisfaction, and service performance of the chat-bot.
- Improving the comprehension ability of the chat-bot by performing Corpus Annotation in a high-quality manner.
- Analysing the chat sessions and making suggestions for optimization.
- Collaborating with relevant function teams to deliver an integrated workflow of demand negotiations, standard creations, and project implementations.
- Handle customer problems with empathy and patience in a goal-driven environment;
- Work as part of a high-performing team, supporting and helping colleagues when required;
- Attend regular team huddles;
- Keep up-to-date with latest promotions and initiatives;
- Read, understand and follow the Company Policies and Procedures;
- Assist in ad hoc assigned projects.

Requirement

**Qualifications**:

- Bachelor's degree or above
- 2+ years of professional experience, preferably in the customer service industry, or comparable work experience
- Experience in the knowledge base, chat-bot maintenance in call canters is a priority
- Strong data insight and analytical skills
- Proficient communication skills, active learning capability, and a teamwork spirit
- Great at internal and external coordination, and strong executive ability
- Proficient in using office software, such as Microsoft Office

**Language proficiency**:

- English: excellence in English language skills, especially in writing and reading
- Cantonese/Japanese/Korean/Thai: excellence in the specified language, and basic English
- German/Russian/Spanish/French/Italian/Portuguese: excellence in the specified language, and comfortable with using English to communicate at work

This role will be hybrid on completion of the probationary period.

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